Raahul Sethi
Senior Operations Leader | Global Service Delivery | CX Transformation | Large-Scale Team Leadership | BPO & FinTech
- Role
- Senior Operations Manager at FIS
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Raahul Sethi
Senior Operations Leader with 18+ years of progressive leadership experience driving large-scale contact center operations, global service delivery, and customer experience transformation across BPO and FinTech environments.Proven track record of scaling multi-functional teams, strengthening governance frameworks, leading global transitions, and improving operational and financial performance. Experienced in managing 500+ FTE environments, client escalations, workforce optimization, and cross-border process enhancements.Recognized for building high-performance cultures, driving continuous improvement, and aligning operational strategy with long-term business growth.
Experience
Senior Operations Manager
Aug 2023 — Present · Gurugram, IN
Responsible for the daily running and management of a call center through the effective use of resources with responsibility for meeting, and possibly setting, customer service targets as well as planning areas of improvement or development. Overseeing Recruitment, Training and FTE Deployment as per process need; coordinating and motivating call center staff. Reviewing the performance of staff, identifying training needs and planning training sessions. Organizing staffing, including shift patterns and the number of staff required meeting demand. Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes. Keeping a tab on the console to control volumes and move advisors based on the skills
Education
Sikkim Manipal University - Distance Education
2014, Business Administration, Management and Operations
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